Customer Quality Manager

Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. We have a focus on sustainability with over 70% of our products currently certified as having a Net Positive impact on the environment.  Our award-winning office products – seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 40 years.

The Customer Quality Manager role works within a multi-site organization and reports directly to the Global Director of Operations Engineering, This role will primarily focus on the continuous improvement of customer quality by fulfilling the responsibilities listed below. . 

• Interpret and communicate the voice of the customer to the Operations Engineering team
• Manage and/or actively participate in high-level continuous improvement projects/initiatives that are focused on improving overall customer quality performance/perception
• Ensure that customer complaint data from all sites is reviewed, analyzed, and distributed to all relevant parties to support the proper allocation of engineering resources to address customer-related issues that are the most impactful to the business
• Represent the Operations Engineering team in collaborative projects with the Customer Care team to improve the overall customer experience
• Ensure that effective systems and processes are in place to gather and store clean and concise global customer complaint data
• Generate complex Operations Engineering metrics/presentations in support of key Operations meetings
• Effectively manage the returns receiving/evaluation process
• Oversee the continuous distribution of supplier scorecards to ensure that customer quality standards are appropriately maintained throughout the supply chain
• Manage direct reports to ensure the timely completion of tasks and assignments in support of overall departmental goals/objective
• Perform other duties as assigned/required

• Bachelor’s Degree in Engineering (preferred), business, regulatory, compliance or related areas
• Minimum of 5+ years of quality engineering and validation experience required
• Demonstrated ability to perform data and statistical analysis
• Excellent organizational, analytical and interpersonal skills
• Excellent verbal, written and communication skills
• Lean manufacturing experience a plus
• Six Sigma Green belt desired, Black belt a plus.
• ASQ CQE a plus
• Bilingual (Spanish/English) a plus

COMPUTER SKILLS

• Proficiency in SAP and other systems and programs essential for Quality analysis including Microsoft Office

WHAT WE OFFER

• Competitive base
• Medical Benefits (Medical, Dental, Vision)
  • HSA, FSA, Commuter Benefits
  • Medical Discounts
• Ancillary Benefits
  • Accident, Critical Illness, Hospital Insurance
  • Voluntary, Spouse, and Child Life Insurance
• Pet Insurance
• Employee Discount Programs
• 401k matching
• Paid time off (including 15 PTO days and 10 holidays)

Humanscale is an Equal Opportunity Employer (Disabled/Veteran)